Night Service Rep Part Time-103020

Extended Stay America•Ocala, FL

6d•Onsite

About The Position

The Night Service Representative responds to certain on-call business needs during overnight hours when the hotel lobby is closed, helping ensure courteous, consistent, high-quality service and guest satisfaction. The associate is typically expected to respond within 30 minutes of notification. Requests may involve guest key or access issues, noise complaints, hotel emergencies, or limited after-hours check-ins. The position is on an overnight on-call schedule and includes a guest hotel room for lodging as part of employment; associates may also be asked to cover another area hotel if critical staffing needs arise. Duties vary according to events during a shift and may include guest check-ins and check-outs, key control, responding to maintenance or safety issues, providing information to guests, recording events, processing payments, and using hotel computer and software systems. The associate must follow hotel policies, training, and safety procedures and report safety, guest, and security concerns in accordance with company policy.

Requirements

High school diploma or GED; alternatively, one to three months of related experience and/or training, or an equivalent combination of education and experience.
Ability to respond to overnight business needs, typically within 30 minutes of notification.
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
Ability to document events in writing and prepare routine correspondence.
Ability to operate a hotel mobile phone.
Proficiency in reading and speaking English and ability to speak effectively before groups of customers.
Computer skills, including accurately accessing and entering information in computer systems, Microsoft Office Suite, and the Hotel PMS system.
Excellent oral and written communication skills.
Friendly, cooperative manner and patience in dealing with guests and staff.
Professional appearance and demeanor.
Self-starter with ability to prioritize and handle issues under pressure.
Strong time-management and problem-solving skills.
Ability to perform arithmetic with whole numbers, fractions, and decimals; compute rates, ratios, and percentages; and draw and interpret bar graphs.
Common-sense understanding to follow detailed written or oral instructions and address problems involving a few concrete variables in standardized situations.

Responsibilities

Attend to guests after notification from the outside service agent for check-ins, emergency maintenance issues, guest noise complaints, and safety or security situations.
Maintain control of hotel keys and safeguard them against mishandling or theft.
Log keys in and out when necessary.
Organize, confirm, process, and conduct limited guest check-ins and check-outs, including greeting and registering guests, assigning rooms, issuing keys, and collecting payments when necessary.
Keep abreast of hotel policies, training, and safety procedures.
Report safety, guest, and security concerns according to company policy.
Provide guests with directions and information about property amenities, services, hours of operation, and local points of interest when necessary.
Perform bookkeeping activities when necessary, including logging events, running reports, and posting payments to guest folios.
Maintain proficiency with location computer and software systems.
Respond to emergencies, communicate with first responders as necessary, address key activation issues, and respond to noise complaints when necessary.
Cover another hotel in the area if critical staffing needs arise.
Perform other duties as assigned by management.